MGR (CUSTOMER EXP - UB) - AKURDI (Akurdi, Maharashtra, India) presso Bajaj Auto

Job Title 

MGR (CUSTOMER EXPERIENCE)  

Department/Function  

UB 

Location  

AKURDI  

Share the handful of key/main objectives of the role 

• Design and implement a holistic customer experience framework. 

• Build scalable, tech-enabled customer journeys across pre-sales, test rides, delivery, and post-sales. 

• Enhance customer satisfaction and loyalty by embedding VOC (Voice of Customer), NPS, and journey mapping into operations. 

• Drive capability development across dealer network to ensure consistent, premium customer experiences. 

• Drive Customer Experience focusing on Customer Centricity approach through NPS 

• Scale up NPS across the Network, monitor the progress at Dealerships & Branches  

• Conduct Customer Feedback analysis to address systemic issues/structural changes to be addressed top-down and work out & implement solutions focused on 'Systems'. 

• Partner with Tech Vendors to develop these solutions to improve Systems under NPS & deploy them horizontally 

• Linkage of Network KPIs with NPS - to ensure Business Impact  

• Change Management: Driving a culture of Excellence focused on Customer Centricity through NPS: Create Awareness across Stakeholders on NPS, build interest in the Network for early buy-in through various engagement initiatives, Sustain the change  

• Work towards improving NPS scores across Network with an objective assessment, timelines and review mechanism in place 

What processes does the job support 

• Supports end-to-end customer journey management and customer-centric process design across EV sales & service operations. 

• Implements standardized processes, audits, and digital enablement tools at dealerships to ensure consistent CX delivery. 

• Leads deployment of NPS across dealerships, integrates findings into systemic improvements, and drives adoption of customer-first practices across the network. 

• Partners with sales planning, service, MIS, and dealer teams to align customer experience initiatives with business objectives. 

• Coordinates training and onboarding for dealer manpower (DSEs, service advisors, branch staff) to ensure alignment with Bajaj’s CX framework. 

Minimum educational Qualifications 

Essential: Graduate || Any stream/branch 

Preferred Institution: Any Premier Institute 

Preferred educational qualifications 

Desired Qualification: Management||Sales and Marketing 

Years of experience  

3-10 yrs 

Skills 

Skill Proficiency Required 

Low 

Medium 

High 

Mandatory Skills 

Must Have skills for the job 

1.Deep Understanding of sales & post-sales processes. 

2. Dealership Management 

3. Product Knowledge 

4. Market Intelligence 

5. Competition Tracking 

6. Network development 

7. Negotiation and Conflict Resolution 

Preferred Skills 

Good to have, but can be trained